Barclays Home Insurance (Claims Handling )

Jerseygirl55 · 8 November 2009 at 11:17PM

While on holiday, there was a leak in my loft, lucky for us my son was at home and turned off the water so not too much damage

Bedroom ceiling, and laminate floor
Lounge ceiling and slight water damage to arm of sofa and rug
Upper hall and stair carpet saturated

It was reported to Barclays who appointed a company to handle the claim, they took three days to call, then they appointed a restoration compmany who installed dryers and fans ather 7 days ( but insisted I pay the policy excess right away )

The landing carpet is now dry but all smelly and hard and they are telling me that it will NOT be replaced

a builder visited and he said both ceilings will probably need replacing and the laminate floor.I am waiting for confirmation of this

Do I have the right to dispute the decision of the carpet ?
we are talking about 12 sq yards so not a massive ammount of money involved

The Claim handler was very rude when I called her and was talking over me, which made me angry so the conversation got quite heated. and I ended up calling Barclays who said I had to deal with the claim handling company.

after the heated conversation I have no wish to deal with this comany and would prefer another company to oversee the work

Do I have any rights or can Barclays just do as the wish??

thanks

Jan

Oscar_The_Grouch · 9 November 2009 at 9:52AM

Hi there

Your insurance policy is a contract between you and the insurance company; Barclays are just the intermediary. I believe most Barclays policies are with Aviva, but the details of the exact insurer should be on your schedule. If it is Aviva, get in touch with Beccus on this site, as she is a Customer Service Manager for them and will be able to get someone to help you.

If your policy is not with Aviva, I suggest you write to the insurer (not the claims handling firm) and complain about how you have been treated. Explain exactly what it is that you are not satisfied with and what you want done; ie "The restoration firm feel my landing carpet has dried out to an acceptable standard, but it smells and I am not satisfied it has been restored to an adequate level. I would like you to arrange for another, independent, firm to inspect it".

I would guess that the firm who don't want to replace the carpet are either Rainbow or ServiceMaster - is that right? I would suggest you ask the insurers to appoint Independent Inspections to review the situation - they will only charge the insurer about £60 to inspect the carpet and if it needs replacing they give you a credit note to use in carpet shops in your area. The insurers get about a 15% discount on the price of the carpet, but you get a hastle free replacement as you simply hand over the credit note and pick a carpet!!

Here's their website:

http://www.independent-inspections.co.uk/

Hope everything works out for you.

Jerseygirl55 · 9 November 2009 at 11:35PM

Thank you for the helpful reply,
I think the company id Grecham Insurance.

cheers

Jan

tangiblesolutions · 26 November 2009 at 3:43PM

Make a CEO complaint. Go through the process. The more these people receive complaints the more they will realise they have to listen to their customers and train their staff. You have choice! Do not let claim handlers talk over you. If you go through the process I am sure you will get a reply swiftly. You may want to look up Asprea on this forum as this is the company Barclays use. BE aware be very aware of Asprea

MW

imfedup · 26 November 2009 at 3:52PM

Hi, are your contents and buildings cover both with Barclays. It could be the reason why they are saying that your carpet wont be replaced is because this is a contents issue.

If you have your contents insurance with someone else you need to ring them to get it replaced.

Barclays Home Insurance (Claims Handling )

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